HomeUNP Research Journalvol. 23 no. 1 (2014)

Guest Satisfaction towards the Services of Staff of Fernandina 88 Suites Hotel

Daryl Ace V. Cornell



Service quality is one of the main ingredients for success in the hospitality industry. Rendering a high quality of service to satisfy the guest expectations is one of the priorities in a hotel. Fernandina 88 Suites has been catering to different kinds of guests may it be celebrities or common business people. That is why service quality is of the consideration.  This study aimed to evaluate the level of guest satisfaction of Fernandina 88 Suites Hotel towards the service quality of the front office staff, as a basis for service development and reference within the hotel.  The descriptive method (survey) was used. Accidental sampling was utilized and 258 guests were the respondents.  The over-all satisfaction of the guests towards the service quality of the hotel along the five dimensions is at a good level. Most guests claimed that responsiveness is the most important dimension, followed by Empathy, Tangibility, Assurance, and Reliability. In this study, Responsiveness dimension was the most essential factor. Most guests acknowledged the importance of providing prompt services and the staff’s enthusiasm to help them.